Member Services – Business Analyst

About Ancestry:When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE).

We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

The Reporting and Analytics Business Analyst, as part of the Member Services Business Analytics team is responsible for building, maintaining and distributing daily, weekly, monthly and ad-hoc reports and dashboards. They also perform analyses to assist in short and long-term omni-channel contact center operations, planning and financial analyses, as well as customer experience analysis. The ideal candidate for this role will have an advanced understanding of Microsoft Excel and data visualization tools including SQL notions, and how analytics and access to insights apply to the management of omni-channel contact center operations. Key functional responsibilities include the ability to demonstrate strong skills in creating reports (in Excel, Tableau and other internal tools) as needed to provide the business stake holders with relevant and actionable data. Prior contact center and/or project management experience a plus.

What you will do...

• Performs continual analysis of past, current and potential impacts to future performance to communicate necessary adjustments in strategic planning and coordinate with internal and external teams to achieve service level goals / business objectives for a multi-site operation.

• Produces reports, including designing formats and layouts for new metrics or KPIs.

• Drives data/reporting projects from end to end when applicable.

• Drives analyses and clearly communicate findings and possible outcomes/solutions.

• Provides daily/intra-day/weekly/monthly performance reports to leadership.

• Analyzes various sets of data from relational and cube databases as well as from raw exports.

• Communicate and present customer related data and analysis across all areas of the team via visualization, graphs, dashboards, key callouts, and etc.. (i.e. to peers, agents and senior leaders). 

Who you are...

• 3+ years of related successful work experience

• Understanding of overall operational activities in a contact center including phone, email, chat, community and social media support.

• Experience in reporting on an analysis agent driven data points (efficiency, process completion, customer survey data)

• Working knowledge of Excel and Tableau and other analytical, visualization, and reporting tools (PowerPivot, SAS, SQL, Salesforce, etc.). possess the ability to organize/analyze data in a structured manner. Ability to build dashboards and dynamic reports.

• Familiarity with Windows based programs (Word, PowerPoint, Outlook, etc.). 

• Written & Verbal Communication: ability to effectively convey thoughts and concepts, and provide information to all organization customers. Ability to present data in a clear, meaningful and engaging manner.

• Dealing with Ambiguity: must have ability to adapt and excel as a team player in a fast-paced and change-oriented environment and be self-sufficient in creating the steps within any given task.

• Experience in project or process management

• Some college, degree or equivalent experience